Support Driven Blog

Should You Use a Framework in Customer Support?

Should You Use a Framework in Customer Support?

Frameworks have helped teams work smarter. However, it might be challenging figuring out whether a framework is the right solution for you. In this post, Diana Potter (Head of Support & Success at Qwilr in the B2B space) and Denise Twum (Support Process Manager at SmugMug in the B2C space) share their decision-making process on whether a framework will help them solve problems in support.

Zendesk Highlights: SEO in Zendesk Guide, Answer Bot, and more

We're sharing highlights from our #u-zendesk channel in our Slack community, we hope this will be useful for people. Let’s get into this week’s highlights. Question for the Answer Bot (AB) gurus: So AB is coming up with suggested articles when users (or me in this...

Community Round Table: Getting Ready for the Holidays

Community Round Table: Getting Ready for the Holidays

Community Round Tables are a great way to gather and exchange ideas. In case you missed our first one back in the fall, we wanted to make sure you had access to read through all the content again outside of just Slack. If you're new to Support Driven, we have a Slack...

Introducing the Conversational Support Funnel

Introducing the Conversational Support Funnel

If the support community used more frameworks, we’d save a lot of time and effort. Instead of solving common problems and challenges over and over again, each time in a bespoke way, we could follow the formula laid out by frameworks to get to quicker, better answers and help more people along the way. Namely, one another, but also all of our collective customers — and in doing so, we’d accelerate the continued rise of the support function as a whole.